Welcome to Pooch Patrol (“we”, “us”, “our”). By booking or using our pet waste removal services, you (“Client”, “you”) agree to the following terms and conditions:
1. Service Access & Gates
- Gate Access: You must ensure side gates or access pathways are unlocked, clear of obstructions, and in safe working order on your scheduled service day.
- Locked / Inaccessible Gates: If our team arrives and cannot access the property due to a locked gate, aggressive dog on the loose, or blocked path, you will still be charged the standard visit fee for the trip.
- Gate Closing Protocol: We take gate safety seriously. We lock/latch gates upon entry and exit, and take timestamped photo proof of the closed gate. However, you are responsible for keeping your gate latches in proper working condition.
2. Pet Safety & Dog Location
- Dogs Indoors: For the safety of your pets and our technician, dogs must be kept indoors or secured in a separate area (e.g. house, garage, or separate side run) during your scheduled service window.
- Aggressive Dogs: If an unrestrained dog exhibits aggressive behaviour, fence-charging, or prevents access to the yard, the technician will exit the property immediately and the full service fee will apply.
3. Payment & Recurring Billing
- Card on File: All recurring services require a valid credit or debit card saved securely on file via our payment processor, Stripe.
- Billing Cycle: Charges are processed automatically prior to or on the day of your scheduled cleanup visit.
- Price Adjustments: Service fees are based on the number of dogs declared at signup. If additional dogs are added to the household, you agree to notify us so your rate can be updated accordingly.
4. Waste Disposal & Yard Conditions
- Disposal Method: Waste will be double bagged and placed directly into your local council red-lid (general waste) wheelie bin.
- Overgrown Grass & Debris: We do our best to clear all visible waste. However, we cannot guarantee 100% waste removal in yards with excessively overgrown grass (over 10cm), deep leaf piles, or uncollected gravel/mulch.
5. Cancellations & Pauses
- No Lock-In Contracts: You may pause, skip, or cancel your recurring service at any time with at least 24 hours’ notice prior to your scheduled service day.
- Weather Policy: We operate in most weather conditions (including light rain). In the event of severe weather or lightning warnings, your service may be rescheduled to the following weekend or credited to your account.
6. Our Leave & Scheduling
- Planned Leave: If we need to take leave, we will give you at least 2 weeks’ advance notice so you can plan around any skipped or rescheduled visits.
- Emergency Leave: In an emergency, we will give you at least 1 day’s notice before your scheduled service day.
- Missed Visits: You will not be charged for any visit we are unable to carry out because of our leave.
